We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128535 results
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Decision Reference DRN-3965841
22 Aug 2023 Society of Lloyd's UpheldInsuranceDRN-3965841 The complaint Mr P has complained about the fact that Society of Lloyd’s (SOL) settled a claim by a third party against his policy in full as a fault claim against his wishes. Mr P is represented by Mrs V and the claim and complaint were dealt with by a syndicate at SOL. For th... (3 pages)View decision -
Decision Reference DRN-4312134
22 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4312134 The complaint Mr H1 and Mr H2 complain that Bank of Scotland plc, trading as Halifax, closed their joint account without authority and didn’t send them the money. They would like Halifax to reimburse them for the money they say is missing, with interest. What happened The detai... (4 pages)View decision -
Decision Reference DRN-4309849
22 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4309849 The complaint Miss F complains that HSBC UK Bank Plc (“HSBC”) has failed to refund over £23,000 she lost to a cryptocurrency investment scam in March 2022 after being contacted on social media by a scammer. What happened The details of this complaint are well known to both par... (5 pages)View decision -
Decision Reference DRN-4307229
22 Aug 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4307229 The complaint Mr C complains that a car he acquired with credit from Blue Motor Finance Ltd (BMF) wasn’t of satisfactory quality. What happened Mr C entered into a credit agreement with BMF on 20 April 2022 to acquire a used car. The credit to buy the car was granted by BMF und... (6 pages)View decision -
Decision Reference DRN-4247049
22 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4247049 The complaint Mr M complains that Creation Financial Services Limited closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact. What happened Mr M had a rewards club premium... (3 pages)View decision -
Decision Reference DRN-4286129
22 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4286129 The complaint Mr C has complained that Aviva Insurance Limited declined his buildings insurance claim. What happened Mr C has buildings insurance cover with Aviva. In early February 2020, Mr C says he noticed water leaking through his roof following a storm. He submitted a clai... (7 pages)View decision -
Decision Reference DRN-4312847
22 Aug 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4312847 The complaint Mrs S complains that PrePay Technologies Limited (“PrePay”) didn’t do enough to prevent her losing money sent to two of its customers as a result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything he... (2 pages)View decision -
Decision Reference DRN-3875642
22 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3875642 The complaint Ms S complains Casualty & General Insurance Company (Europe) Ltd (C&G) has rejected claims made for veterinary treatment for her dog. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll su... (5 pages)View decision -
Decision Reference DRN-4312353
22 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4312353 The complaint Mrs F complains about the management and administration by BMW Financial Services(GB) Limited (“BMWFS”) of her hire purchase agreement (“agreement”). Mrs F is represented in her complaint by a third party. But for ease of reading, I’ll refer to any submissions and... (3 pages)View decision -
Decision Reference DRN-4305999
22 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4305999 The complaint A limited company, which I’ll refer to as ‘C’, is unhappy that PayPal (Europe) Sarl et Cie SCA, trading as Zettle by PayPal, restricted its access to funds held in its account. C’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr M’.... (3 pages)View decision